[rationalbeaver]

"One very important point that William fails to mention about his email to us - he spent the time to track down every Tumblr employees email and sent it to the entire team. It was way over-the-top, and yes, discouraging to the team."

Assuming that is true, your comment deserves more attention. It changes the situation significantly.

[catshirt]

Surely. After having read this response I pivoted (had to) my reaction. The original post clearly intends to have the reader believe "go away" is a poor off-the-cuff defense to "your site is down". Which especially given the down time is a bad defense. That said, at this point I'm much more likely to believe "go away" is a valid defense to harassment.

[wtildesley]

Please explain how emailing (some) of tumblr's staff to express my disappointment with the level of service can be classed as harassment?

[space-monkey]

It's not legally harassment, but it's definitely not calm, rational, productive communication either.

[davidu]

Go build something instead of complaining. Seriously.

[catshirt]

(had to make a pivot joke, that is)

[JohnMaloney]

Yes it does - and William can confirm this was the case

[JamieEi]

Meh, it means that the guy sending the email is a bit loony. It doesn't excuse responding in kind. Karp and Tumblr are a big deal. They should set a higher standard for themselves.

[rhizome]

I see, so the user is merely "loony," for mass-emailing the entire Tumblr headcount with his screed, but Karp is a mean and incompetent boob who should be replaced and [your favorite punishment here] for responding naturally to that situation? Karp's sentiment wasn't directed at all users, he was telling a loony to not be so loony, but loony man can't recognize the social cues involved and so generalizes Karp's response to the entire universe of Tumblr users. Loony.

[Wolf_Larsen]

Its not about standards. If this guy was at your doorstep whining like that, what would you do? I would get irritated and lash out also.

Its about implementing strategy for that.

"And this right here folks is why a startup is so extraordinarily stressful, why PR agencies exist, and why a squeaky wheel gets the grease." - Ramanujan http://news.ycombinator.com/item?id=2151989

[wtildesley]

His comment is not true. As I've already stated I emailed only those who I thought would respond to my concerns. I never expected to receive an email from David directly.

[starpilot]

You bypassed their provided means for customer service and sent a presumptuous email. Sorry, that entitles you to nothing, even if you are a paying customer (unless direct developer support was part of anything you purchased). Don't crash the party expecting to be welcomed with open arms, or even gently escorted out. Karp could have used more tact, but as far as etiquette goes, he was totally in-line with responding to your message how he did.

[aditya]

And who exactly did you send the email to?